Disgusted by Device Doctor and MiWay!

On the 18th of July 2020, my 1 year and 1-week old laptop that is worth R26 000 failed. I took the laptop to an IT technician to see if it could be easily fixed. I was told that the failure was most likely the SSD port of the laptop and that it most likely failed due to a power surge/dip (Eskom had been load shedding, so this makes sense). It is not an easy fix.

I submitted my claim to MiWay immediately (Claim no: C***). I waited. A few days later a MiWay representative informed me that Device Doctor would be collecting my laptop for assessment. Again, I waited. I heard nothing. No one came. I contacted MiWay for an update and the agent called me back. Within an hour Device Doctor had contacted me and they collected my laptop that day.

About a week later, a new MiWay representative informed me that Device Doctor has said that the SSD port failed, this was termed a “Component Failure”. No reason for the failure has been given. MiWay dismissed the claim because Device Doctor has not used the words “power surge/dip”. They also said that my machine will be returned to me and that I can get another third party to assess it again, at my expense, and then MiWay might reconsider the outcome.

I waited for my machine to be returned and made plans for a new assessment. I waited and waited. After numerous emails enquiring as to the delivery of my machine, I was assured that it would be sent on Friday 7 August 2020. Nothing came. On Saturday 8 August I received an email from Device Doctor informing me that they have moved premises and have, in effect, misplaced my laptop! The email was worded in poor English and displayed very little concern for the fact that I have now gone almost a month without being able to use the device I rely on for work at home during the pandemic. Surely Device Doctor knew they would be moving office and so should have organised the return of my laptop around that? Also, I have no date for the return of my laptop, nor any assurance that the working parts of the laptop have not been tampered with in the interim!

I have received no communication on the missing device from MiWay to date. Surely losing (*****ing?) a paying customer’s device (I have never even been late on a payment) warrants some sort of urgency and at the very least, a phone call?

I am extremely upset and STILL WAITING. This is a warning to all that MiWay and Device Doctor have fallen to incompetence and Theft!

I fear that my only recourse is to report this theft to the ombudsman and law enforcement.